Client Support Technician
$59,000–$65,000 year
On-siteAlbuquerque, New Mexico, United States
Albuquerque, New Mexico, United StatesOn-siteFull Time$59,000–$65,000 yearSenior LevelLicense Or CertificationLarge
Full TimeSenior LevelLicense Or CertificationLarge
Job Summary
Answer user calls, emails, and trouble tickets to provide general IT support, creating and closing help desk tickets in the Remedy system. Troubleshoot and configure Windows 10 SDC, peripheral devices, system hardware, and MFDs, while supporting enterprise applications on Apple iOS and other mobile devices. Maintain documentation of Tier 1 processes and SOPs, perform Information Assurance Officer duties for personnel provisions, and facilitate unit VTC scheduling. Work collaboratively with Tier 1 and Tier II staff to ensure proper ticket hand-offs and escalations.
Required Qualifications
- Active Secret clearance
- DoD 8570 IAT I certification
- Active HDI Desktop Support Technician or ability to obtain within 60 days of hire
- 1-3 years of experience
- US Citizenship
- Must be able to work evenings and weekends
- Must be able to lift up to 50 pounds
Desired Qualifications
- IT background
- Ability to interface well with customers at various levels of seniority
- Excellent written and verbal communication skills
- Ability to adapt well to diverse environments
- Ability to work collaboratively in a dynamic team setting
- Familiarity with Remedy ticketing system
- Prior experience in a government consulting services environment
- Knowledge of common protocols and basic Network Troubleshooting
- Support experience for SDC applications such as Web Browsers, Adobe, ActivClient, Microsoft Office products
- Familiarity with PKI elements - supporting Tier I items such as smart cards and user certificates
- Fundamental knowledge of enterprise network infrastructure
- Ability to troubleshoot common connectivity issues
- Experience performing unit Information Assurance Officer (IAO) duties
- Experience troubleshooting and configuring peripheral devices, system hardware and MFDs
- Support experience for enterprise applications on Apple iOS and other mobile devices
- Experience maintaining, supporting and troubleshooting classified and unclassified VTC systems
- Experience with scheduling and facilitating unit VTC
Additional Requirements
- Citizenship: US
- Clearance: Active Secret or higher
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